Pengaruh Kualitas Layanan Terhadap Tingkat Kepuasan Nasabah (original) (raw)

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah

2012

This research aims to find out whether the variable quality of service consisting of tangible, reliability, responsiveness, assurance and emphaty on customer satisfaction. The population in this study is the branch of Micro Laju PT Bank CIMB Niaga in Winong Pati. The selection of the sample (respondents) using simple random sampling technique, because the acquisition is done at random with out regard to existing strata with in the population, such as job title, occupation, age, gender, and othersThe collected data were analyzed using factor analysis to test the validity of question items, Cronbach Alpha formula for Reliability of consumer testing, regression analysis, to test the magnitude of the effect of independent variables were tested by t test to test and prove the partial effect of respective variable free. From the regression equation above, shows that intangible variables is the most dominant factor which has a positive effect in influencing satisfaction nasabah. Nilai larg...

Pengaruh Promosi Dan Kualitas Pelayanan Terhadap Kepuasan Nasabah

Jurnal Ilmiah Feasible: Bisnis, Kewirausahaan dan Koperasi, 2020

Tujuan penelitian ini untuk mengetahui pengaruh promosi dan kualitas pelayanan baik secara parsial ataupun simultan terhadap kepuasan nasabah. Obyek penelitian ini adalah BPR H. A. Bogor, yang menjadi responden dalam penelitian ini adalah Nasabah yang di BPR H. A. Boogor berjumlah 81 Nasabah. Metode penelitian yang digunakan dalam penelitian ini adalah deskriptif dan verifikati dengan menggunakan analisa regresi berganda, uji asumsi klasik. Hasil penelitian menunjukan bahwa promosi dan kualitas pelayanan memiliki pengaruh baik secara parsialataupun simultann terhadap kepuasan nasabah dengan kontribusi sebesar 62,5% sedangkan sisanya sebesar 37,5% dipengaruhi oleh faktor lain.

Pengaruh Kualitas Produk dan Kualitas Pelayanan terhadap Kepuasan Nasabah

JURNAL BUANA INFORMATIKA CBI

The purpose of this study is to know and analyze Product Quality and Service Quality to Customer Satisfaction. The object to be studied is PT. Bank Rakyat Indonesia, Tbk Cabang Majalengka. The research method used is survey method. The collection of data obtained through interviews, questionnaires and literature. Population in this research is Customer at PT. Bank Rakyat Indonesia, Tbk Cabang Majalengka. By using path analysis, the study found that partially, Product Quality and Service Quality have significant influence on Customer Satisfaction. Simultaneously, Product Quality and Service Quality has a significant influence on Customer Satisfaction, So the hypothesis was verified.

Peran Kepuasan Dalam Memediasi Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah

E Jurnal Manajemen Universitas Udayana, 2014

Di dunia perbankan, service bernilai sama dengan produk yang dimiliki, hal ini berarti layanan yang diterima dalam pandangan nasabah sama dengan sebuah produk pada industri lainnya. Penelitian ini dilakukan di Bank Pembangunan Daerah Bali Kantor Cabang Pembantu Kamboja Denpasar. Dengan sampel yang digunakan sebanyak 126 orang dengan metode probability sampling. Teknik analisis yang digunakan adalah regresi sederhana dan Metode Product of Coefficient (Uji Sobel). Hasil penelitian ini menunjukkan hasil bahwa kualitas layanani berpengaruhi positif dan signifikan terhadap kepuasan nasabah dan loyalitas nasabah. Kepuasan nasabah berpengaruh positif dan siginifikan terhadapi loyalitasi nasabah. Terakhir yaitu kepuasan memediasi pengaruh kualitas layanan terhadap loyalitas nasabah. Kata Kunci : kualitas layanan, kepuasan nasabah, loyalitas nasabah.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Perbankan Syariah

EKONOMIKA SYARIAH : Journal of Economic Studies

The object of Islamic banking research of PT. BPRS Hajj Poor Head office of Tanah Land Regency and Payakumbuh City Branch Office, to test the effect of service quality, namely tagible (physical appearance), empathy (attention), reliability (reliability), responsiveness (response) and assurance (guarantee) ) to customer satisfaction. The study population uses accidental sampling (accidental sampling), a sampling technique based on coincidence of savings and financing product customers, which is feasible as a source of data for 10 days, with a sample of 100 people. Analysis of research data on structural equation models, the SPSS application program tests 5 (five) hypotheses that have been developed. 5 (five) hypotheses submitted were accepted, Tangibles had a significant effect on customer satisfaction, tangibles regression coefficient (X1) 0.235 was positive, indicating that with increased tangibles (X1) would increase satisfaction, Empathy had a significant effect on customer satis...

Pengaruh Kualitas Layanan Dan Citra Perusahaan Terhadap Kepuasan Dan Loyalitas Nasabah

Jurnal Manajemen dan Pemasaran Jasa

As a primary factor in satisfaction and loyalty, service quality and image has been given a lot of attention. This research used a sample of 120 respondents and analyzed the data using structural equation modeling. Findings reveal that service quality and corporate image are antecedents of customer satisfaction, but customer satisfaction surprisingly does not have positive and significant effect on customer loyalty. The implications for service providers in any platform service industry is that customer satisfaction has not key success to loyalty but continuously improves the quality of service and corporate image of satisfaction, but it creates loyalty to buy services and recommend to others.

Pengaruh Kinerja Karyawan terhadap Kepuasan Nasabah

El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam, 2019

Today every institution or business entity cannot escape the fact that competition will continue to increase sharply and significantly over time. Apart from expanding, competitors are also continuously improving their formulas to attract their customers. In this case, the most important key is the customer. Today it is believed that companies that are able to provide satisfaction to their customers are able to dominate the market. BPRS Amanah Ummah Leuwiliang as a business entity engaged in the service sector must pay attention to the performance of its employees in providing services to customers. Because the services provided by employees will affect customers, both positive and negative. From this, problems arise that make the author interested in conducting research to show that there is a positive effect of employee performance on customer satisfaction at BPRS Amanah Ummah. This research is a quantitative study, by distributing questionnaires to 100 respondents as a sample ...

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Bank Sumsel Babel

2015

Tujuan penelitian ini adalah untuk mengetahui faktor-faktor yang mempengaruhi kepuasan Nasabah di Bank Sumsel Babel, cabang Payung dan mengetahui variabel mana yang berpengaruh terhadap kepuasan Nasabah. Penelitian ini dilakukan dengan menggunakan data primer yaitu dengan melakukan penyebaran kuesioner sebanyak 100 responden. Objek penelitian ini adalah Nasabah Bank Sumsel Babel, Cabang Payung. Alat analisis yang digunakan yaitu uji validitas, uji reliabilitas, uji regresi linear berganda, uji T,uji F, uji koefisien determinasi dan uji korelasi. Berdasarkan dimensi Tangible (X1), Dimensi Reability (X2), Dimensi Responsiveness (X3), Dimensi Assurance (X4),dan Dimensi Emphaty (X5) berpengaruh positif terhadap Kepuasan Pelayanan (Y). Hal ini diperkuat dengan hasil signifikan (sig.) sebesar 0.000 lebih kecil dari 0.05. Hasil penelitian menunjukan bahwa kualitas pelayanan berpengaruh terhadap kepuasan nasabah bank sumsel babel cabang payung kecuali variable Assurance hal ini diperkuat ol...

Pengaruh Kualitas Pelayanan Customer Service Terhadap Kepuasan Nasabah Pada Bank Syariah

Ecobankers : Journal of Economy and Banking

The Influence of Customer Service Quality on Customer Satisfaction in Islamic Banks (Case Study of Bank Bjb Syariah KCP Pabuaran). His study was motivated by the rapid economic progress, especially in the banking sector, every banking company always does the best for its customers, companies must also be more excellent in the field of service because that is one of the qualities of banking companies so that customers feel satisfied. One of them is the quality of customer service which is the main factor in increasing customer satisfaction. This study aims to determine the influence of customer service quality on customer satisfaction at Islamic banks (Case Study of Bank Bjb Syariah KCP Pabuaran). Thus, it becomes a benchmark for banking companies to improve the quality of their companies in the future. This research is a type of quantitative research using methods, documentation, observations and questionnaires. Data collection techniques using a questionnaire to obtain data on the ...